Questions, answered

• • • Yes, we can provide you with a long list of satisfied clients who have been with us for over a decade!

• • • Yes, as with any service you agree to let us into your home to care for your animals as well as that you are aware of and agree to our policies/ procedures, this happens seamlessly as you complete your booking.

• • • Our repeat clients can book very easily with very little notice required.  If you are a new client then we do require at least two week advance notice.  This gives us the necessary time to set up an initial consult with you and to help you create an online Flying Duchess account where all your pet's information will be stored securely and which you can easily access as a repeat client to book the next time you need to travel.  This is also where all your pet reports will be left by your sitter, and where you can privately message or communicate with your sitter.  

• • • Down-town Toronto, Cork town, Distillery District, Harbourfront, Lakeshore, Etobicoke, Brampton, Scarborough, Bloor West, High-Park, The Junction, Roncesvalles, Parkdale, Liberty Village, City Place, Jamestown, Riverdale, Leslieville, Beaches, Danforth, Rosedale, Yorkville, Davisville, Summerhill, Republic of Rathnelly, Foresthill, Eglington, Wychwood, Deerpark, Bayview, Beaches, Richmond hill, Brampton, North York and East York - Click here for a map of our service area.

• • • REFUNDS - CHANGES TO BOOKING, CANCELLATION POLICY:: * A service fee of $15 will be applied to all cancellations & changes. * Less than 72 hours cancellation notice prior to service commencement for all booked visits: $15 service + fee equivalent to the first visit.
    • * Less than 24 hours cancellation notice prior to service commencement for all booked visits: No Refund
    • * No refunds for cancellation of visits on the following dates that a holiday fee is charged: Winter holiday season (Dec 20 – Jan 2), Family Day, Good Friday, Easter Monday, Victoria Day, Canada Day, Civic Holiday -First Monday in August, Labour Day, Thanksgiving Day
    • * No refunds for cancellation requests made after December 1st for any visits taking place between December 20th and January 2nd.                                                                                      * The are no refunds for services that have commenced. *LATE BOOKING FEE POLICY - Bookings made less than 24hrs and that require a manual invoice will be subject to a late booking fee of $15.

• • • Yes. Flying Duchess Pet Sitters insured and bonded through Binks - Intact Insurance, the exclusive insurance brokers for Pet Sitters International (PSI) Members. We are veterinarian approved service, and also certified by the following: NAPPS - National Association of Professional Pet Sitters, PUPS - Professional United Pet Sitters, PSI - Pet Sitters International.

The insurance plan includes professional liability, general liability, coverage for your home and contents, lost key, lockbox coverage and complete coverage for your pet, injury during transit and runaway recovery expenses and rewards.

• • • We do not handle keys. Keys are handled by a secured lockbox. This is a realtor grade lockbox and will allow the pet sitter to enter your home as per your instructions to provide the best care possible for your pet while allowing you the peace of mind of knowing that should there be an emergency either for your self or your pet sitter, we will be able to care for your pet even at short notice. All lockboxes and its contents are covered under our insurance.

Alternatively, if you live in a condominium with 24 hour concierge, keys many then be handled via your concierge. We ask that clients clearly address the envelope containing the keys to Flying Duchess Pet Sitters C/O your sitter's name for pick up. The lockbox/concierge method has proven to be a very reliable, secure and efficient method for our ever growing client base. And has also proven to be cost effective for our clients; saving them the added expense of reoccurring key pick-up or drop off charges.

• • • Most definitely! We have our very own Toll Free Virtual Voice Mail Box system form where you can access your sitter's reports from anywhere in the world. So whether you are cruising the South China Seas, or riding the Orient Express, or just taking a trip up north to your cottage, wherever you go, you will always have the ability to listen to your sitter's report as they leave it, by simply dialing 1-855 FLY DUCH (1 855 359 3824). There will be a time and date stamp for each report left. - Click here to listen to a sample report.

• • • Certainly, when you select the premium service options (Cats - 60min visits) (Dogs - 24hr Premium Live-in Service) this entitles you to picture reports which will be sent once every two days via email, in addition to the voice-mail reports. - Click here to see sample pic reports.

• • • In general, due to the number of visit that the sitters perform each day, specific visit times cannot be guaranteed. Two visits per day are scheduled approximately 7am - Noon for AM visits and 4pm - 11pm for PM visits. Once a day visits are approximately timed twenty four (24) hours apart. For instance if your sitter visited your pet at 3PM on their first visit, then they will try and stick to that same timeframe of between 12 -3pm the next day so that your pet visits take place within a 24hr timeframe.  In the case of time-sensitive medication issues, or if your pet(s) are on a certain set schedule, let us know and we will try to accommodate to the best of our ability.

• • •  Adequate supplies should be on hand for the period of time you will be away (food, litter, pocket pet bedding, bird cage lining, litter bags, cleaning supplies, fresh greens for your bunnies etc.) If supplies run out, we will purchase additional supplies and bill you accordingly.

• • • No. For safety, insurance and humane reasons, Flying Duchess will only provide daily visits for cats. Cats are very good at hiding illnesses and sometimes require immediate medical attention by the time it is apparent that they are unwell. Cats also have quite a knack for getting into odd predicaments that require human help to get out of - we have arrived to a few surprises over the years. We don't think it is too much to ask to have your cat visited every 24 hours to ensure it is healthy and has access to fresh food and water and some human company every day while you are away.

• • • The insurance carried by Flying Duchess Pet Sitters cannot cover the presence of visitors (ie. neighbors / family members) or other caregivers not covered under our insurance. In the interest of our safety and that of your pet(s), we request that you either contract solely with us or choose another person to care for your pet(s).  Any exception to this policy must be discussed and approved in advance.

• • • We are dedicated to excellent care of your pet and have a 24 hr. vet on call. Most of our sitters are Pet First Aid certified so that they can respond effectively during an emergency. We also carry your pet's veterinary contact information during our rounds so that help is always within reach.
    • During the initial consultation we collect details of any prior or current health issues, allergies or injuries that your pet has. If your pet shows signs of illness or injury while you are away, we will contact you and/or your veterinarian for direction. If your pet needs more immediate care than your vet can provide, we will transport your pet to the VEC the 24hr Veterinary Emergency Clinic.
    • Flying Duchess makes every effort to contact pet owners and receive instructions before we take an animal in for medical care. However, in emergency situations or when the owner cannot be reached, we will act accordingly and in the best interest of your pet's health and safety. Flying Duchess is not responsible for costs incurred from veterinary visits. Additional time spent providing necessary care is billed at a rate of $25.00 per hour.

• • • There is always a back up Flying Duchess pet sitter available who is trained and aware of your specific needs. Rest assured your pet will be taken care of even if your pet sitter becomes ill or injured.

• • • You can email the changes to us. We will make the adjustments in our system and send you and updated confirmation. As sitter availability changes on an ongoing basis your original booking so that you can re-book the new dates/visits.

• • • We will strive to keep your pet sitter the same each time you travel, however during the busy season (Summer, Christmas and the long weekends) we do tend to get fully booked, and your sitter may sometimes have scheduling conflicts as well. And don't forget, they do go on holiday too.
    • The assigned back up sitter will have all the information on file and your regular sitter will provide your back up sitter with any additional information as well, so that your pet's care is transitioned smoothly and seamlessly.

• • • We ask that you call Flying Duchess at 1 855 FLY DUCH (1 855 359-3824)to confirm your return home. This notification process prevents us from worrying about your pet(s), as well as scheduling additional visits to check on your pets to ensure their safety and billing you for the extra visits.

• • • Yes we do! We would love to sit your exotic pet. Our pet sitters come with a plethora of past experiences in caring for all types of animals, with all types of needs, both medical and emotional. We have experience with Parrots, Love-birds, Budgies, Cockatoos, Rabbits, Ferrets, Fancy Rats, Chinchilla's, Fish, Geckos, Snakes and Turtles.

• • • The single most important thing for us is that your cat feels safe, confident and in control of her visits. You would be astonished at how quickly the cat who "always hides under the bed" pokes her nose out when she realizes that we are patiently playing with their feather toys, waiting for them to come out on their own accord and say "Hello".
    • Lots of kitties just need time and space when making a new friend so we don't rush them. We wait for their permission before we pet them and we listen to twitches in the tail or turns of the ear that speak volumes in the cat world. We can't even count the number of clients who start with "You'll never see her," only to be delighted when we email the first picture of their kitty curiously peeking around a corner at a long line of string, forgetting to be shy in the middle of a good game of pounce. And what more can we say... just as our closing email tag line states: we are famous for winning over the more finickiest of felines and we have a knack for charming your furred, feathered and finned!

• • • Wherever you want us to! Our dog walkers know all the best dog walking places in the city, and we'll take your dog to whatever location is suitable to the needs of your dog. Have a young dog with tons of energy A jog and playtime at a local park might be best. Have an older dog that needs some company but wants to take it easy? A stroll through the neighbourhood might be best. Each dog will have different needs, and those needs will determine where your walker will take your dog. If you have a specific or regular route that you would like your dog to take, our walker's would be happy to accommodate, just let us know.

• • • No, we only do private walks. There are many services in the city that offer pack walks, we don't follow the pack, no pun intended. We see ourselves as the alternative to the pack walks, our personalized, private walks provide your dog with regularly scheduled walks that provide the individual one-on-one attention and routine care that your dog deserves. You will receive a Voice Mail report by your walker for each completed walk.  - Click here for a sample report

• • • Inclement weather is just a part of the job; Our walkers are happy to walk rain or shine. On really wet days we naturally try out best to keep them out of the mud, but dogs will be dogs (they love to get dirty!), so please keep a towel handy so that we can dry him/her off if necessary. If you would prefer to shorten your walk to just a potty break on very bad weather days or otherwise due to medical or other reasons, please let us know and we would be happy to accommodate.

• • • Yes Absolutely! You can log into your Flying Duchess account to listen to your dog's daily walk report left by your walker. Click here to listen to a sample report.

• We accept Visa, MasterCard, or Paypal.  Please note full payment is required prior to service date in order to book and confirm your scheduled visits.

• Gratuity is graciously accepted and may be offered directly to your pet sitter in cash.  You may leave it on the counter with your sitter's name.

 

• Please send us an email with your service needs, requirements and dates and we would be happy to send you a quote. - Contact us here.

• In general, due to the number of visit that the sitters perform each day, specific visit times cannot be guaranteed. Twice day are scheduled approximately 7am - Noon for AM visits and 4pm - 11pm for PM visits. Once a day visits are approximately timed twenty four (24) hours apart. For instance if your sitter visited your pet at 3PM on their first visit, then they will try and ensure that same timeframe of between 12 -3pm the next day so that your bunny visits take place within a 24hr timeframe.  In the case of time-sensitive medication issues, or if your pet(s) are on a certain set schedule, let us know and we will try to accommodate to the best of our ability.

•  Adequate supplies should be on hand for the period of time you will be away (food, litter, pocket pet bedding, bird cage lining, litter bags, cleaning supplies, fresh greens for your bunnies etc.) If supplies run out, we will purchase additional supplies and bill you accordingly.

3. Will you visit my cat every other day instead of daily?

• No. For safety, insurance and humane reasons, Flying Duchess will only provide daily visits for cats. Cats are very good at hiding illnesses and sometimes require immediate medical attention by the time it is apparent that they are unwell. Cats also have quite a knack for getting into odd predicaments that require human help to get out of - we have arrived to a few surprises over the years. We don't think it is too much to ask to have your cat visited every 24 hours to ensure it is healthy and has access to fresh food and water and some human company every day while you are away.

4. Can I have someone share pet sitting responsibilities?

• The insurance carried by Flying Duchess Pet Sitters cannot cover the presence of visitors (ie. neighbors / family members) or other caregivers not covered under our insurance. In the interest of our safety and that of your pet(s), we request that you either contract solely with us or choose another person to care for your pet(s).  Any exception to this policy must be discussed and approved in advance.

5. What happens if my pet becomes injured or ill?

• We are dedicated to excellent care of your pet and have a 24 hr. vet on call. Most of our sitters are Pet First Aid certified so that they can respond effectively during an emergency. We also carry your pet's veterinary contact information during our rounds so that help is always within reach.
• During the initial consultation we collect details of any prior or current health issues, allergies or injuries that your pet has. If your pet shows signs of illness or injury while you are away, we will contact you and/or your veterinarian for direction. If your pet needs more immediate care than your vet can provide, we will transport your pet to the VEC the 24hr Veterinary Emergency Clinic.
• Flying Duchess makes every effort to contact pet owners and receive instructions before we take an animal in for medical care. However, in emergency situations or when the owner cannot be reached, we will act accordingly and in the best interest of your pet's health and safety. Flying Duchess is not responsible for costs incurred from veterinary visits. Additional time spent providing necessary care is billed at a rate of $25.00 per hour.

6. What happens if my pet sitter becomes injured or ill?

• There is always a back up Flying Duchess pet sitter available who is trained and aware of your specific needs. Rest assured your pet will be taken care of even if your pet sitter becomes ill or injured.

7. If I get a confirmation, and need to adjust the dates of service or services being delivered, what should I do?

• You can email the changes to us. We will make the adjustments in our system and send you and updated confirmation. As sitter availability changes on an ongoing basis your original booking so that you can re-book the new dates/visits.

8. Will I be able to have the same sitter each time I book?

• We will strive to keep your pet sitter the same each time you travel, however during the busy season (Summer, Christmas and the long weekends) we do tend to get fully booked, and your sitter may sometimes have scheduling conflicts as well. And don't forget, they do go on holiday too.
• The assigned back up sitter will have all the information on file and your regular sitter will provide your back up sitter with any additional information as well, so that your pet's care is transitioned smoothly and seamlessly.

9. Should I do anything upon my return?

• We ask that you call Flying Duchess at 1 855 FLY DUCH (1 855 359-3824)to confirm your return home. This notification process prevents us from worrying about your pet(s), as well as scheduling additional visits to check on your pets to ensure their safety and billing you for the extra visits.

10. Do you sit Rabbits, Birds, Chinchilla's etc.?

• Yes we do! We would love to sit your exotic pet. Our pet sitters come with a plethora of past experiences in caring for all types of animals, with all types of needs, both medical and emotional. We have experience with Parrots, Love-birds, Budgies, Cockatoos, Rabbits, Ferrets, Fancy Rats, Chinchilla's, Fish, Geckos, Snakes and Turtles.

11. My cat is really sweet with me but she doesn't like new people.  Will she be okay?

• The single most important thing for us is that your cat feels safe, confident and in control of her visits. You would be astonished at how quickly the cat who "always hides under the bed" pokes her nose out when she realizes that we are patiently playing with their feather toys, waiting for them to come out on their own accord and say "Hello".
• Lots of kitties just need time and space when making a new friend so we don't rush them. We wait for their permission before we pet them and we listen to twitches in the tail or turns of the ear that speak volumes in the cat world. We can't even count the number of clients who start with "You'll never see her," only to be delighted when we email the first picture of their kitty curiously peeking around a corner at a long line of string, forgetting to be shy in the middle of a good game of pounce. And what more can we say... just as our closing email tag line states: we are famous for winning over the more finickiest of felines and we have a knack for charming your furred, feathered and finned!